REMEDY ITSM 6.0

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					REMEDY ITSM 6.0
       User Guide


       Volume 1
Help Desk/Incident Basics




                    UCSF - OAAIS
          Customer Support Services
                            August 2007
                               Version 1.0
                                                                                                         Table of Contents



Table of Contents

Chapter 1 - About Remedy ...................................................................................1
             Who is Using Remedy ITSM? ..........................................................1
             What Does Remedy Do? ..................................................................1
             Types of Remedy Users ....................................................................1
             Fixed and Floating License Types ...................................................2
             User Tool .........................................................................................2
             Definition of Terms ..........................................................................3
Chapter 2 - Opening the Remedy ITSM Support Application..........................4
             Login ................................................................................................4
             Trouble Logging In ..........................................................................5
Chapter 3 - Introduction to the Remedy Support Console ................................6
              Show and Console View fields .........................................................8
              More Information.............................................................................9
              Change Your Password..................................................................10
Chapter 4 - Creating a New Help Desk/Incident Ticket ..................................11
             Create a New Ticket.......................................................................11
             Upper Section.................................................................................12
             Requester Information tab .............................................................14
             Additional Req. Info tab.................................................................16
             Activity tab .....................................................................................16
             Time Tracking tab ..........................................................................19
             Tasks tab ........................................................................................20
             Solutions tab...................................................................................21
             Searching for a Requester..............................................................22
Chapter 5 - Searching, Modifying and Resolving a Help Desk Ticket ...........23
              Search for and View Tickets ..........................................................23
              Identify and Mark Tickets as Duplicate .........................................25
              Update Information in a Ticket / Resolve at Ticket .......................27
              Print a Ticket..................................................................................27
Chapter 6 - Setting the User Tool Options ........................................................28
              Open Options Window ...................................................................28
              General tab ....................................................................................28
              Behaviors tab .................................................................................30
              Display tab .....................................................................................33
              Color tab ........................................................................................34
              Confirmation tab............................................................................35
              Reports tab .....................................................................................37
              Advanced tab..................................................................................40
              Logging tab ....................................................................................42



                                                                                                                        ii
                                                                                                        Table of Contents



Table of Contents (continued)

Chapter 7 - Setting Personal Preferences ..........................................................43
              General tab ....................................................................................44
              Help Desk tab – Pager Notification with Business Hours.............46
Chapter 8 - Personal Profile................................................................................50
              Open Your Personal Profile...........................................................50
              Upper Section.................................................................................52
              Contact tab.....................................................................................53
              Pager tab........................................................................................54
              DEP Roles tab................................................................................54
Chapter 9 - Support .............................................................................................55




                                                                                                                      iii
                                                                                   Chapter 1
                                                                               About Remedy


Chapter 1
About Remedy

This user guide will introduce you to using the HelpDesk/Incident module of Remedy
ITSM version 6.0 from the Support Staff perspective.

Remedy is a form based client-server package that OAAIS-CSS has customized to meet
the support call tracking and workflow needs of IT groups at UCSF.

Who is Using Remedy ITSM?
Some of the IT groups at UCSF using Remedy:
    Anatomy                         Dentistry                   Office of Research Services
    Campus Life Services            Medical Center IT           School of Medicine
    Cancer Center                   Nursing                     Surgery
    Controller’s Office             OAAIS
As multiple groups with different needs are using Remedy, you should keep in mind that
not all aspects of the package apply to your group.

What Does Remedy Do?
       Provides infrastructure to link customer support staff in varied locations.
       Provides incident logging and tracking capability.
       Enables speedy resolution of customer incidents.
       Links all customer support staff to:
       •   incident tickets
       •   customer data
       •   customer support staff/expertise
       •   solution information
       •   ticket status




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                                                                                  Chapter 1
                                                                              About Remedy


Types of Remedy Users
There are three types of users who are involved with the operations of Remedy:
       Requesters or Clients are individuals with incidents and service requests who
       initiate tickets.
       Support Staff use Remedy to track incidents and service requests. They assign
       and are assigned tickets, and log their progress in the appropriate fields. Support
       staff members are able to use information stored in previous tickets to avoid
       redundant efforts and to expedite the resolution of current tickets.
       System Administrators are responsible for the management of Remedy. They set
       up database definitions, set access permissions for users, and design the workflow
       process.

Fixed and Floating License Types
Every Remedy user has a User Name with a corresponding license type. The license
issued to your account is based on how often you will be using the system.
       With a Fixed License you can read, submit and update existing requests. Fixed
       licenses are permanently associated with a single user name. You can always
       access the Remedy tool.
       With a Floating License you have the same privileges as a Fixed License, but
       your license is not associated with a single user name. A pool of Floating
       Licenses is available at any given time. If all licenses are in use by other support
       staff, when you log in you will receive a warning advising you of this. You can
       still read and submit requests but you are not allowed to update existing requests.
       If a license becomes available while you are logged in, it will be allocated to you.

User Tool
Remedy provides a user tool (desktop application or web page) that help Support Staff
perform their job.

The User Tool is a front-end tool used to manage tickets in Remedy. Everyone involved
in the workflow process generally uses the User Tool with the primary interface being the
Support Console (chapter 3).

The User Tool allows you to:
       Submit tickets describing incidents or support requests.
       Query Remedy for information or to keep track of previously submitted tickets.
       Run reports.




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                                                                              Chapter 1
                                                                          About Remedy


Definition of Terms
Request, Ticket and Case
      The data entered into Remedy is stored in a record called a Request or Case. The
      common term used by most staff at UCSF is a Ticket. All three of these terms are
      used in this user guide and should be considered synonymous.




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                                                                                 Chapter 2
                                                Opening the Remedy ITSM Support Application


Chapter 2
Opening the Remedy ITSM Support Application

Overview
You must have a User Name and Password to use Remedy ITSM. Using the correct User
Name assures that you have access to the fields, databases and forms required for you to
use Remedy appropriately.

The Remedy Administrator sets up users in Remedy. If you do not know your login
please contact OAAIS Customer Support.

   Login
1. Double-click the Remedy Support icon on your desktop, as shown in Figure 2-1.




                           Figure 2-1 Remedy Support Icon

2. Enter your User Name and Password, and click OK, as shown in Figure 2-2.




                     Figure 2-2 Remedy User Tool Login Prompt

       If the login is successful, you will see the Remedy Support Console, as shown in
       Figure 4 (chapter 3).




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                                                                                  Chapter 2
                                                 Opening the Remedy ITSM Support Application


   Trouble Logging In
       If the login is unsuccessful, a dialogue box will provide an explanation, as shown
       in Figure 2-3.




              Figure 2-3 Login Problem Dialogue – Authentication Failed

1. In this example, the error “ARERR [623] Authentication failed” means you have
   connected with the server but the Login AND/OR Password is incorrect.

2. Click OK and carefully type the password again, making sure the Caps Lock is not
   on.

Some possible reasons for an unsuccessful login:
       Incorrect User Name and/or Password
       User Name and Password are both CaSe SeNsItIvE
       Never cut/paste, always manually type
       “Spaces” are also login characters (make sure no spaces are inadvertently used in
       User Name or Password)
       Local or wide-area network connectivity issues
       The Remedy Server is temporarily unavailable

See Chapter 9 for Remedy Support if you need further assistance.




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                                                                                     Chapter 3
                                                    Introduction to the Remedy Support Console


Chapter 3
Introduction to the Remedy Support Console

Overview
After your successful login, the Remedy Support Console is displayed, as shown in
Figure 3-1.




                          Figure 3-1 Remedy Support Console

The Support Console is the primary interface that you will use for your work. The
console lists the tickets assigned to you under the table Assigned Requests and provides
quick access to specific tasks via Quick Links:

    Create Request                      Search People                  Reminders
    Search for Request                  Solutions                      Preferences
    Track Assets                        Reports                        Password
Table 3-1 describes the function of each Support Console Link.


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                                                                               Chapter 3
                                              Introduction to the Remedy Support Console

                     Table 3-1: Support Console Links

 Create Request        Click the Create Request link to create a new ticket.


Search for Request     Click the Search for Request link to search for existing
                       tickets.


  Track Assets         Click the Track Assets link to display the Select an Asset
                       Type dialog box, from which you can create and search
                       for assets.


  Search People        Click the People link to display a Search People dialog
                       box, from which you can search from the People form
                       (OLPPS).


    Solutions          Click the Solutions link to create or search for a Help
                       Desk/Incident solution based on Category, Type and
                       Item.


     Reports           Click the Reports link to generate predefined reports on
                       tickets. You can view reports with the built-in Crystal
                       Reports viewer.


   Reminders           Click the Reminders link to review reminder notifications
                       you have created for specific tickets.


   Preferences         Click the Preferences link to review user settings for
                       pager notification and to access the user Profile.


    Password           Click the Password link to reset your password.
                       (Requires you to close application and re-login.)




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                                                                                     Chapter 3
                                                    Introduction to the Remedy Support Console


   Support Console – “Show” and “Console View” fields




       Figure 3-2 Remedy Support Console – Assigned Requests display options

The default view when logging in is to display “All” ticket types assigned to you as an
individual “Myself”.

The field Show has these options:
   • All – displays all ticket types (default)
   • Help Desk – displays just Help Desk tickets
   • Change Request – displays just Change Request tickets
   • Task – displays just Task tickets

The field Console View has these options:
   • Myself –tickets that are assigned to only you (default)
   • Group –tickets that are assigned to your group(s) regardless of individual
   • Unassigned –tickets assigned to your group(s) that have not been assigned to an
       individual
   • Date –Change Requests by “Requested Completion Date” (Example: entering
       8/15/2006 will display open change requests with a requested completion date
       LESS than 8/15 such as 8/14 or 8/13, etc.) not restricted to your group(s)
   • Myself & Unassigned –tickets assigned to you and displays tickets assigned to
       your group(s) that have not been assigned to an individual
   • Owner Group –tickets owned by your group(s) regardless of individual
   • Owner –tickets owned by you [more information about Owner on pgs. 17&18]

   Note: you can set your “Default Console View” by clicking the Preferences link.


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                                                                                      Chapter 3
                                                     Introduction to the Remedy Support Console


   Support Console – “More Information” section




      Figure 3-3 Remedy Support Console – Assigned Requests, More Information

When you highlight a ticket in the assignment table by clicking on it, some information is
previewed below in the More Information section. You can view the Description or
Work Log in it’s entirety by clicking the appropriate diary button.

To open a ticket you can double-click the entry in the assignment table or highlight it and
click the View button.




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                                                                                    Chapter 3
                                                   Introduction to the Remedy Support Console


   Change Your Password
       In the Support Console, click the Password link, as show in figure 3-4.




                 Figure 3-4 Remedy Support Console – Password Link

       Warning: You must immediately close Remedy and re-login after changing your
       password. Complete and save any open tickets before changing your password or
       you will loose any unsaved changes to tickets.

1. Type your existing password in the Existing Password field, and click OK.
2. Type your new password in the New Password field, and click OK.
3. Re-type your new password in the Confirm New Password field, and click OK.

4. (A dialogue box reports that the password has been modified and prompts you to exit
   the program and re-login.)




                                                                             Page 10 of 55
                                                                                     Chapter 4
                                                       Creating a New Help Desk/Incident Ticket


Chapter 4
Creating a New Help Desk/Incident Ticket

Overview
You create a ticket by entering information about the nature of a client’s incident or
request into a form and then assign a support staff to work on the issue. The ticket it
added to the database, automatically assigned a ticket number (case ID) and the support
staff assigned to the ticket is notified.

WARNING: Never enter social security numbers into any field in Remedy. If you find a
social security number in a field, please remove it. If you find a social security number in
a field you can’t modify (work log or closed ticket) please contact OAAIS Customer
Support immediately and the data will be scrubbed.

   Create a New Ticket
1. From the Remedy Support Console, click Create Request – Help Desk Case.
       The Help Desk Case (New) form is displayed, as shown in Figure 4-1.




                         Figure 4-1 Help Desk Case (New) Form


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                                                                                      Chapter 4
                                                        Creating a New Help Desk/Incident Ticket

2. Fill in the required fields, shown in bold, on the upper section of the form. Table 4-1
   describes the field definitions.

               Table 4-1: Help Desk Case (New) form – Upper Section

Summary* (required)           Enter a brief description of the request in the Summary
                              field. You can type your own description of the incident
                              or select a summary drop-down that is predefined by
                              your administrator. For example, if the Category is
                              “Application” and the Type is “Psoft” and the Item is
                              “Password” the Summary could be “Password reset.”

Description                   Additional information describing more information
                              about the incident or request. This information is
                              automatically copied to the Work Log.

Category* (required)          The broadest categorization of the case. Choose the
                              appropriate category based on the incident or request.

Type* (required)              Menu items available are based on the Category you
                              selected. The Type field identifies the ticket with more
                              precision.

Item* (required)              Menu items available are based on the Category and
                              Type you selected. The Item field is the most detailed of
                              the categorization fields.

Case ID+                      System generated ticket id, created upon submit.

Group +                       The assignment group. [Defaults to the user’s Primary
                              Assignment Group]

Individual+                   The assignment individual. [Defaults to the user’s
                              name.] If this field is left blank, all the users of the
                              Group+ selected will be notified via email.

Request Impact                Options are Low, Medium or High. Impact of request
                              based on type of incident and how many people or
                              systems are affected.




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          Table 4-1 continued: Help Desk Case (New) form – Upper Section

Status* (required)         The Status defaults to New. When you save the ticket,
                           this field automatically changes to Assigned unless you
                           immediately Resolve the ticket yourself. Other values
                           are Work In Progress, Pending, Resolved and Closed. Set
                           value to Work In Progress to signify the assignee is
                           working on the ticket. Set value to Pending if the
                           assignee can not work on the ticket due to a specific
                           circumstance (set the Pending field also). Set value to
                           Resolved when the assignee believes the ticket issue to
                           be resolved. Note: the system will automatically mark
                           the Status as Closed in 5 calendar days. Users can
                           modify ticket until the status is marked as Closed.

Priority* (required)       Defaults to Normal with other options of Medium, High
                           and Urgent. Level is primarily based on combined values
                           of Impact and Urgency.

Pending                    Required to select a value for this field if Status is set to
                           Pending. Value options are Parts, Requester Information,
                           Other, Testing, Problem, Customer, or Asset.

Closure Code               Value set based on work flow – not generally set by user.

Escalated?                 Value set based on work flow – not generally set by user.

Case Type* (required)      Default value (except for OAAIS) is Incident. Other
                           values are Question, Request and Problem. Select
                           Incident if the case type is break/fix situation. Select
                           Question if the requester has a question (i.e. what is the
                           URL for xyz?). Select Request if the requester has a
                           request for information or other need (i.e. status update or
                           referral, etc.). Problem is only for Problem Managers to
                           use when more than one Incident is classified as a known
                           or unknown problem.




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3. Fill in the fields, on the lower section of the form, under the Requestor Information
   tab, as shown in Figure 4-2. Fields with a bold label must be filled in.
       The Requester Information tab must contain information about the client.

   3a) In the Name*+ field, type the requester’s (client) name (i.e. Lisa Smith) and
   press Enter.

       If the requester is already entered in the People database, the remaining fields in
       the tab are automatically filled in, and the requester’s open cases and assets are
       listed.
       If the requester does not have a record in the People database, the search People
       dialog box is displayed. You can search for the requester to see if a record exists.
       For more information, see “Searching for a Requestor” on page 22.

   3b) If the information that automatically fills is incorrect, it can be modified

   3c) If no information fills in, you have misspelled the requestor’s name or there is no
   record of this person in the People database.

Note – The People database is updated with information from CLS (Campus Locator
System) on a daily basis. The CLS records for your department are maintained by your
Payroll/Personnel Analyst. Remedy Support Staff records are not updated by CLS.




          Figure 4-2 Help Desk Case (New) Form – Requester Information Tab

Table 4-2 describes the field definitions.




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         Table 4-2: Help Desk Case (New) form – Requester Information Tab

Name+* (required)          Type the requester’s name in the Name+ field and hit
                           enter. If more than one match is found, a list is provided.
                           If no match is found, attempt to use a last name only and
                           select from the list. When a name is selected, multiple
                           requester fields are automatically filled in.
                           For more information, see “Searching for a Requestor”
                           on page 22

ID+                        The UC ID of the requester. If a UC ID is entered and
                           the enter key is hit, the matching requester’s information
                           is automatically filled in.

Phone                      The requester’s phone number. [manual entry or auto fill]

Email                      The requester’s email. [manual entry or auto fill]

Region                     The requester’s region (upper level). [manual entry or
                           auto fill]

Department                 The requester’s department. [manual entry or auto fill]

Site                       The requester’s site. [manual entry or auto fill]

Office                     The requester’s office. [manual entry or auto fill]

Source* (required)         The value defaults to Phone but should be set according
                           to the true source. Other options are Requester, Email
                           and Voicemail. Web is set if the ticket is submitted from
                           help.ucsf.edu.

Submitter                  The full name of the submitter, set upon submission.

Urgency                    The requester’s Urgency. The urgency is set by the
                           requester if submitted from the web (help.ucsf.edu).
                           Otherwise, setting the urgency helps determine the
                           Priority of the ticket. Urgency values are Normal,
                           Medium, High and Urgent and should be selected based
                           on processes or systems and their level of access and
                           criticality.

Work Site                  A list of UCSF buildings. This value should specify the
                           location of the incident.

Work Room                  Specifies the room number of the incident.




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4. Click the Additional Req. Info tab, as shown in Figure 4-3. Table 4-3 describes the
   field definitions.




          Figure 4-3 Help Desk Case (New) Form – Additional Req. Info Tab

       The Additional Req. Info tab contains fields for “Other Information” relevant to
       the help desk ticket and Financial Information.

            Table 4-3: Help Desk Case (New) form – Additional Req. Tab

Problem Phone                The phone number that requires investigation, if different
                             from the requester’s number.

Problem IP                   The IP address that requires investigation.

Problem Host Name            The Host Name of the device that requires investigation.

Financial Information:       These fields are available for recharge tracking. The
Fund, DPA, Program           Fund and DPA fields are verified with linked data made
Code, Fund Title, DPA        available from the Controller’s Office.
Title, Speedchart


5. Click the Activity tab, as shown in Figure 4-4. Table 4-4 describes the field
   definitions.




                 Figure 4-4 Help Desk Case (New) Form– Activity Tab


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                                                                                     Chapter 4
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       The Activity tab contains information about the Owner of the ticket and what
       actions have been taken to resolve the requester’s incident or request.
       Important: Note there is a Work Log and an Internal Work Log. See Table 4-4
       for more information.
       Incident Ownership is set at when the Incident is submitted. (See Owner Group
       and Owner fields in Table 4-4.)

                 Table 4-4: Help Desk Case (New) form – Activity Tab

Case Log:

Work Log and                   Enter detailed information about the work you’ve done to
Internal Work Log              resolve the case. See important note to the left.

                               •   Example: “Reset password for client” or “Ticket
Important:
                                   reassigned to Mike who’s in the client’s area today.”
Clients can view the status
of a ticket via the web site   •   You can click on the Diary Editor button to the right
help.ucsf.edu.                     of the field to view the Work Log in a larger window,
                                   as shown in Figure 4-5 (next page). This window
Clients will see data              can be re-sized for optimal viewing of information.
entered into the Work Log          Click OK when done entering information.
but not the Internal Work
Log. Enter sensitive           •   You can also “cut-and-paste” text information from
information only into the          other sources to provide special information about the
Internal Work Log                  issue or work done.
(Example: any sensitive
data that shouldn’t be         •   All entries (before saving) can be spell-checked by
viewed by the client).             clicking the “ABC” button.

                               Note: All Work Log entries are time and date stamped
                               with your user name when you save the ticket.

Audit Trail                    Changes made to a previously saved ticket are
                               automatically documented here by the system. Examples
                               are “Priority level changed from Normal to High” or
                               “Assignment changed from Mike to Susan.”

                               Note: Audit Trail entries are time and date stamped with
                               your user name when you save the ticket.




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         Table 4-4 continued: Help Desk Case (New) form – Activity Tab

Audit (pre 08-2006)          Pre-upgrade audit information is available but must be
                             viewed in the older diary format.

Owner Group and              Incident Ownership is set at when the Incident is
Owner                        submitted. The Owner Group and Owner fields default
                             to the submitter if the submitter is a support staff. If the
                             ticket is submitted from the web, the Owner Group is set
                             to the Assignee Group based on group skills routing. The
                             Owner is responsible for following up with the Assignee
                             while the ticket is open and Requester when the ticket is
                             resolved by the assignee.

Attachments                  You may attach up to 5 files to the ticket such as a
                             screen-shot of a desktop issue or a Word document.
                             Right-click on the File Name column field, select Add
                             and select the file you wish to attach. You may also drag
                             & drop. The file size limit is 3mb compressed.

Vendor                       Vendor information can be included here.

Vendor Ticket #              Ticket/tracking number from a vendor related to this
                             incident.

Incident Reason Code         Used to track reasons for the Incident. Defaults to blank,
                             options are: Change Request, Incorrect Resolution, User
                             Error.




                      Figure 4-5 Work Log – Diary Editor Window


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6. Look at the Time Tracking tab, as shown in Figure 4-6.




             Figure 4-6 Help Desk Case (New) Form– Time Tracking Tab

       The Time Tracking tab contains workflow information about the ticket. Under
       the Time Information section, workflow information is automatically logged here,
       such as, who created the ticket and how long it took for the ticket to be marked as
       Resolved. Under the Time Spent Resolving Case section, you may choose to
       manually track how much time you’ve spent on the ticket.

6a) Under the Time Spent Resolving Case section, you may choose to manually track
    how much time you’ve spent on the ticket. The Time Reporting table tracks
    individual entries of Time Spent. Enter a value in the “TR Time Spent” field in
    minutes and click “Add”. You may also select an entry from the table list and click
    “Modify” if you make a mistake.




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7. Click the Tasks tab, as shown in Figure 4-7.




                 Figure 4-7 Help Desk Case (New) Form – Tasks Tab

       Tasks can only be created after an Incident is saved. Tasks are linked to the Help
       Desk case and must be Closed before resolving the Help Desk case.
       View – Displays an existing associated Task (if selected from table above).
       Create New Tasks – Create and assign Task tickets to yourself or someone else.
       Select Predefined Tasks – If set up by the administrator, create Tasks that have
       been predefined for your group.




                       Figure 4-8 Task Information (New) Form


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8. Click the Solutions tab, as shown in Figure 4-9.




                Figure 4-9 Help Desk Case (New) Form – Solutions Tab

       The Solutions tab contains possible solutions to the client’s incident or request
       based on the Category, Type and Item selected in the upper section of the ticket.
       Solutions are helpful to train new or temporary support staff on common incidents
       and their possible solutions. Solutions can be proposed by support staff but must
       be approved by the Manager to be available for use.

       8a) Under the Summary field, click the down-pointing arrow to see a drop-down
           list of possible solutions to choose from, if any.

       8b) Highlight the correct solution if there is one.

       If a solution is selected, it will be entered into the Work Log when the ticket is
       marked as Resolved and Saved.
       The Root Cause field can be used to specify the Incident was caused by an
       “Incorrect Change Request” or an “Unplanned Change Request”. Generally, the
       Problem Manager will use this field.
       The Resolution Method field can be used to specify how an Incident or Problem
       was resolved.

9. When finished entering information into the ticket, click the Save button, as shown in
   Figure 4-10, to create the ticket.



                                Figure 4-10 Save button.

       A Case ID is automatically assigned to the ticket. You may wish to give the
       ticket number to the requester for reference.




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   Searching for a Requester
If you are not certain whether a requester already has an existing record in the People
database (or you are uncertain of the spelling), you can perform a search.

1. Click in the Name*+ field under the Requester Information tab of your ticket and
   enter what information you may know about the individual you are looking for.
       For example, if you know the requester only by their first name, “Lisa” you can
       enter that.
2. Without moving your cursor from the field, press Enter and the Search People
   window is displayed, as shown in Figure 4-11.
3. Scroll through the list of matches for “Lisa” and click the correct requester to
   highlight it.
      You can also sort the list by clicking on one of the field headers – Last Name,
      First Name, etc.
4. After selecting the requester from the list, click OK.
      The requestor’s information will populate the Requester Information fields in
      your ticket.
5. You can make changes or add additional data to the imported information.

Note – Your search queries the People database which is updated with information from
CLS (Campus Locator System) on a daily basis. The CLS records for your department
are maintained by your Payroll/Personnel Analyst. Remedy Support Staff records are not
updated by CLS, they are the responsibility of the Support Staff.




                           Figure 4-11 Search People Window


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                                                                                    Chapter 5
                                         Searching, Modifying and Resolving a Help Desk Ticket


Chapter 5
Searching, Modifying and Resolving a Help Desk Ticket

Overview
The tickets that are assigned to you are automatically listed in the Remedy Support
Console. You can search for and view tickets that are assigned to someone else and
tickets that have been Resolved or Closed. You can update a ticket with new information.
You can resolve (close) a ticket when the incident has been fixed.
       Search for and View Tickets
       Identify and Mark Tickets as Duplicate
       Update Information in a Ticket / Resolve a Ticket
       Print a Ticket

   Search for and View Tickets
1. From the Remedy Support Console, click the Search for Request link.

       The Help Desk Case (Search) form is displayed, as shown in Figure 5-1.




                        Figure 5-1 Help Desk Case (Search) Form


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                                             Searching, Modifying and Resolving a Help Desk Ticket



2. Fill in the appropriate fields with the criteria by which you want to define your
   search.
       For instance: Click in the Case ID+ field and type the ticket number, or; Click in
       the Name*+ field under the Requestor Information tab and type the name of the
       client (do not hit enter, just type the name)..

       To use the advanced search bar, go to menu View – Advanced Search Bar.

3. Click Search.
       The requests matching the search criteria are displayed in the Results pane as
       shown in Figure 5-2.

4. To view the details of a ticket, click on the item in the list.
       The case is displayed in the Details pane in the lower section of the Results pane.




                        Figure 5-2 Help Desk Case (Modify) Form


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                                                                                      Chapter 5
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   Identify and Mark Tickets as Duplicate
Duplicate tickets can cause additional work. As you are creating a new ticket or
reviewing an existing ticket, you can see if it is a duplicate of an existing ticket.
Duplicate tickets have matching Category, Type and Item fields, as well as similar
Description and Summary fields.

1. Open an existing ticket.

2. Click the Duplicates tab, as shown in Figure 5-3.




                  Figure 5-3 Modify Help Desk Case – Duplicates Tab

       If there are no duplicates, the tab displays the following message “No other cases
       matching Category, Type, and Item of this case were found”.

3. Click the Potential Duplicates table list to refresh it or right-click and select Refresh
   Table.



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4. If there are potential duplicates you will see a list of tickets. To determine whether a
   ticket is a duplicate, select the entry and double-click to open it.
       The Help Desk Case form is displayed, showing the detail of the ticket.

5. Review the ticket to determine whether it is a duplicate.

6. Click Close.

7. If the ticket is a duplicate, take one of the following steps:
       Click Mark as Duplicate to make the selected ticket a duplicate of the current
       ticket, or;
       Click Mark as Original to make the selected ticket the original of the current
       ticket.

8. Click Save.

After marking one or more tickets as duplicates of the original the following will happen:
       When a ticket marked as duplicate ticket is opened, a message will appear on the
       ticket marked in bold: “Note: This is a duplicate case.” To determine the
       original ticket, go to the Duplicates tab and the original ticket will be listed under
       Current Original Case.
       When the ticket marked as original is resolved, the duplicate tickets are also
       resolved.




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   Update Information in a Ticket / Resolve a Ticket
After a ticket has been assigned to you (either by you or another support staff) you will
update information about your work on the incident.

1. Open a ticket assigned to you.

2. In the lower section of the ticket, under the Activity tab, click in the Work Log and
   type what work you’ve done to begin resolving the incident and any other
   information that helps to document your course of action.

3. If you will continue to work on the incident, make sure the Status of the ticket is
   Work in Progress or Pending.
       If you mark the Status of the ticket as Pending, you must also select an option
       from the Pending field.

4. If you have completed work on the incident, change the Status of the ticket to
   Resolved.
       The original creator of the ticket will be notified that you have Resolved the ticket
       (unless you were the original creator).
       The Requester/Client may also be notified if custom client notifications have been
       developed for your group.

5. Click the Save button.


   Print a Ticket
You can print a quick report of the information contained in the form fields.

Printing a Quick Report

1. Open the ticket.

2. Click the Print Case icon from the bottom of the ticket.

3. Select your print options, and click OK.
       The resulting printed report provides the form name and field information.




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                                                                                    Chapter 6
                                                                Setting the User Tool Options


Chapter 6
Setting the User Tool Options

Overview
Options that control the appearance and behavior of various aspects of the Support
Console, tickets and search forms are preset when the application is installed on your
computer. You can modify these options by customizing them to suit your preferences.

   Open Options Window
1. From the menu bar select Tools     Options.
       The Options window is displayed, as shown in Figure 6-1.




                 Figure 6-1 User Tool Options Window – General Tab

       In the General tab of the Options window you can set several options that affect
       appearances of the User Tool workspace.

2. Under the General tab choose your options. Table 6-1 describes the General tab
   option definitions.


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                      Table 6-1: User Tool Options – General Tab

On Startup:

Maximize Remedy User         If selected, the User Tool (Service Console) window will
                             maximize (fill the screen) on start-up.

Prompt for Login             This option has been set as default by the Administrator
                             and can’t be modified. You will always be prompted to
                             login with your User Name and Password when opening
                             Remedy.

Flat Look on Forms           On certain forms, removes 3d visual effects of fields.

On Exit:

Save Window Workspace        If selected, the next time you open Remedy, the
                             workspace will appear as it was when you closed it,
                             including the widows that were open, their size and
                             position.

On Open:

Show Advanced Search         If selected, the Advances Search Bar is always displayed
Bar                          when a new form is opened.

Maximize Window              If selected, when a new ticket or search form is opened,
                             the window will be maximized.

Search Path:                 Do not modify this option.

Number of Items in           Specifies the number of recently used items under the
Recently Used List:          File menu. The default it 5, you can specify from 4 to 9.




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3. Under the Behaviors tab, as shown in Figure 6-2, choose your options. Table 6-2
   describes the Behaviors tab option definitions.




                Figure 6-2 User Tool Options Window – Behavior Tab

       In the Behavior tab of the Options window you can set the behaviors of a form for
       the different modes. You can also specify the field menu display behavior.




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                 Table 6-2: User Tool Options – Behaviors Tab

On New:                  Clear All Fields (default and recommended setting for
                         Search form) deletes all information in the form fields
(and)                    when you open the form. You can fill in the appropriate
                         fields to create a new request or to specify search criteria.
On Search:
                         Keep Previous Field Values retains the information
                         entered the last time this form was used to create a new
                         request or to perform a search. You can change this
                         information, as required, to create a new request or to
                         specify new search criteria. The first time a form is
                         opened, the form is cleared if it is in Search mode. If it is
                         in New mode, default field values are set.

                         Set Fields to Default Values (default and recommended
                         setting for New form) fills the form fields with all default
                         field values defined by you or by the form. (You can
                         change these values, as required, to create a new request
                         or perform a new search.) If no default values are
                         specified, the fields are left blank.

On Search:

Limit Number of Items    In this field, you can specify the maximum number of
Returned                 requests that are returned when you perform a search. If
                         your search matches more than this number, only the
                         number of requests specified are displayed, and a
                         message informs you that there are more matching
                         requests that are not shown. To have all matching results
                         returned, increase the value in this field, and perform
                         your search again. To set no limit for the number of
                         requests, clear the check box.

                         By default, the Limit Number of Items Returned is set to
                         1000. The maximum value you can enter is 9999.

Show Result List Only    You can select the Show Results List Only check box to
                         view only the results list after every search. (After a
                         search you can also choose to view the details pane, the
                         results list, or both after the current search by selecting
                         Details, Results, or both from the View menu.)




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               Table 6-2: User Tool Options – Behaviors Tab continued

Field Menus:

Display As                  Popup menus are the default display.

                            List boxes display menus in tree views.

                            Smart menus display menus in standard Popup menus,
                            except when the menu exceeds four levels, or the total
                            number of menu items exceeds 200. In this case, the
                            menu is displayed as a list box.

                            Select Expand at Startup to cause all levels of list box
                            menus to be displayed at the time the menu is opened.

Diary Field:

Show Most Recent First      If selected, entries in the diary field will be viewed by the
                            most recent entries first.

Pane Layout:

Four graphical options      The four options change the way the Results and Display
                            window panes are organized. The default and
                            recommended option is number 3, with R on top of D.




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4. Under the Display tab, as shown in Figure 6-3, choose your options.




                 Figure 6-3 User Tool Options Window – Display Tab

       Options under the Display tab will change the font, style, and size for the different
       types of fields used in the forms.
       Each field has a default setting (recommended). If you make changes that you do
       not like, you can always return the field to this default.
       Changing fonts can change the size of the form. The form may compensate for
       font changes to maintain field alignment and avoid overlapping. If you do not like
       the new appearance of the form, return to the default.
       Note: By default, required fields are displayed in boldface and system-generated
       fields are displayed in italic font. Optional fields are displayed with normal font.
       If you modify the display settings, choose fonts that continue to differentiate these
       fields from one another.




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5. Under the Color tab, as shown in Figure 6-4, choose your options.




                  Figure 6-4 User Tool Options Window – Color Tab

       In the Color tab of the Options window you can change the background color of
       your forms.
       Select individual Window Types to Preview form colors currently assigned. The
       Color tab changes the background color of the forms only.
       To set the colors back to the default colors, click the Set All to Default button.




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6. Under the Confirmation tab, as shown in Figure 6-5, choose your options. Table 6-3
   describes the Confirmation tab option definitions.




              Figure 6-5 User Tool Options Window – Confirmation Tab

       In the Confirmation tab of the Options window, you can choose to see a
       confirmation when you create a new ticket or delete a Macro, Report, or Saved
       Search.




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                Table 6-3: User Tool Options – Confirmation Tab

After Creating a New      If selected, causes a message to appear when you save a
Request                   new request, confirming that you have successfully
                          created a new request. The message lists the Request ID.

When Deleting a Macro     If selected, causes a message to appear when you attempt
                          to delete a macro. You must confirm to delete the macro.

When Deleting a Report    If selected, causes a message to appear when you attempt
                          to delete a report. You must confirm to delete the report.

When Deleting a Saved     If selected, causes a message to appear when you attempt
Search                    to delete a saved search. You must confirm to delete the
                          saved search.




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7. Under the Reports tab, as shown in Figure 6-6, choose your options. Table 6-4
   describes the Reports tab option definitions.




                 Figure 6-6 User Tool Options Window – Reports Tab

       In the Reports tab of the Options window, you can set default preferences for all
       new reports. Any new report you create will automatically have these settings. To
       change settings for individual reports, use the Page Setup tab of the Reports
       Properties dialog box.




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                     Table 6-4: User Tool Options – Reports Tab

Default Page Size:

Orientation                 By default, the orientation is set to Portrait (long). You
                            can set it to Landscape (wide).

Lines per page              This setting is used for reports sent to the screen or to a
                            file. For printed reports, this information is provided by
                            the printer setup.

Chars per line              You can set the maximum number of characters per line
                            to determine when long lines will be wrapped. This
                            setting is used for reports sent to the screen or to a file.
                            For printed reports, this information is provided by the
                            printer setup.

Use printer default page    If you select this check box, the page settings are reset to
size                        the default page size of the printer being used. The user
                            settings are ignored.

Margins:

Left and Right              These margins specify the number of blank characters
                            from the left and right edges of the page. By default, the
                            margins are set to 0 characters.

Top and Bottom              These margins specify the number of blank lines from the
                            top and bottom edges of the page. By default, the margins
                            are set to 1 line.

Misc. Defaults:

Page break per              You can specify a page break per request, page, or none.

Column titles per           You can specify a column title per request, page, or none.

Enable report to            To be able to send a report to another application, you
application                 must select this option. This enables the Report
                            Export To Application command. You must also
                            provide the appropriate settings in the “dde.ini” file.




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              Table 6-4: User Tool Options – Reports Tab continued

Default Separators:       You can specify default characters to separate Columns,
                          Requests, and Column titles. By default, columns and
                          requests are separated by a blank space. Column titles are
                          separated by hyphens (-).

                          You cannot use the Tab key to create tabs, but you can
                          use the special tab character to include a tab in the
                          separator. You can use any of these special characters:
                          \b = backspace; \n = return; \t = tab; \\ = backslash;
                          \<nnn> = ASCII characters.




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8. Under the Advanced tab, as shown in Figure 6-7, choose your options. Table 6-5
   describes the Advanced tab option definitions.




               Figure 6-7 User Tool Options Window – Advanced Tab

       In the Advanced tab of the Options window, you can set default preferences for
       Form, Table Fields and Report preview.




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                  Table 6-5: User Tool Options – Advanced Tab

Form:

Default Form View         Setting should be “Support.” Do not modify this setting.

Open Window View          This field should be blank.
Extension

Display Hidden Forms      This option is available only if you are logged in as an
(Admin Only)              Administrator.

Table Fields:

Refresh Contents on       Table fields appear as tables in forms, enabling you to
Display                   view selected data from a form according to criteria
                          defined by the form.

                          A form also controls when tables are refreshed. For
                          example, a form can define that a table is refreshed every
                          time a request appears in the Details pane. However, if
                          you experience slow performance, you may want to turn
                          off the automatic refresh. You can turn it off by clearing
                          the Refresh Contents on Display check box. Refresh the
                          table manually by clicking on it when you want to
                          observe changes.

                          You may also right-click in a table field and select
                          Refresh Table.

Reports:

Report Server             Server: ucsfremprod.ucsf.edu
                          TCP: 2020
                          RPC: blank

Use this program to       It is recommended you do not change this from the
preview reports:          default (blank). You can select a program to preview and
                          print reports, instead of using the Report Preview
                          window. A simple text editor, such as WordPad, is
                          recommended.

ODBC Use Underscores      Check this.




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9. Under the Logging tab, as shown in Figure 6-8, choose your options.




                 Figure 6-8 User Tool Options Window – Logging Tab

       Logging records workflow information about the internal workings of Remedy.
       Do not use this feature unless you are requested to do so by the administrator.
       Warning: If you enable workflow logging and leave it on, the resulting log file
       can use up disk space and slow performance. Use this feature only for specific
       reasons, and turn it off when finished.
   1. In the Client region, you can select Active Links or Macro.
   2. In the Server region, you can select API, Database, or Filter.
      Server logging is available only if it is activated by the administrator.
   3. Enter a file name in the Filename field.
   4. Log files record information about the internal workings of Remedy User. These
      files are stored in the Remedy User folder, if no other path is specified.




                                                                              Page 42 of 55
                                                                                   Chapter 7
                                                                Setting Personal Preferences


Chapter 7
Setting Personal Preferences

Overview
You can customize the Remedy Support application by setting personal preferences.

Setting your Personal Preferences enables you to:
       Determine the forms that appear when you create a New Request or Search for
       Request.
       Specify if and when you are paged of new request assignments.
       Change your login password.
       Access your personal Profile.

1. From the Support Console click the Preferences link, as shown in Figure 7-1.




                    Figure 7-1 Support Console – Preferences Link.

       The Setup Personal Preference window is displayed, as shown in Figure 7-2. By
       default your User Name appears in the Login Name field. You cannot change
       this.




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                                                                                  Chapter 7
                                                               Setting Personal Preferences




             Figure7-2 Setup Personal Preference Window – General Tab.

   Set General Tab Actions

1. Under the General tab, as shown in Figure 23, choose your options. Table 7-1
   describes the General tab option definitions.

                   Table 7-1: Personal Preferences – General Tab

Create Request Action       Open Front Line Support Dialog – Do not use this
                            option.

                            Open Help Desk Module – A New Help Desk Case
                            form opens. This option is useful if you work only with
                            help desk cases and do not work with change requests.

                            Open Change Tasking Module – A new Change
                            Request form opens. This option is useful if you work
                            only with change requests and do not work with help
                            desk cases.

                            Open Selection Dialog – (recommended) A selection
                            dialog box opens. The dialog box presents the choice to
                            open either a New Help Desk Case or New Change
                            Request form. This option is useful if you regularly work
                            with help desk cases and change requests.




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                                                                                    Chapter 7
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               Table 7-1 continued: Personal Preferences – General Tab

Search For Request           Open Help Desk Module – A Search Help Desk Cases
Action                       form is displayed. This option is useful if you work only
                             with help desk cases and do not work with change
                             request.

                             Open Change Tasking Module – A Search Change
                             Request form is displayed. This option is useful if you
                             work only with change requests and do not work with
                             help desk cases.

                             Open a Selection dialog – (recommended) A selection
                             dialog box is displayed. The dialog box presents the
                             choice to open either the Help Desk module (and Archive
                             Help Desk) or the Change Tasking module (and Archive
                             Change Tasking). This option is useful if you regularly
                             work with help desk cases and change requests or need
                             access to archived requests.

Default Console View            •   Myself – displays tickets that are assigned to only
                                    you (default)
                                •   Group – displays tickets that are assigned to your
                                    group(s) regardless of individual
                                •   Unassigned – displays tickets assigned to your
                                    group(s) that have not been assigned to an
                                    individual
                                •   Date – displays Change Requests by “Requested
                                    Completion Date” (Example: entering 8/15/2006
                                    will display open change requests with a
                                    requested completion date LESS than 8/15 such
                                    as 8/14 or 8/13, etc.) not restricted to your
                                    group(s)
                                •   Myself & Unassigned – displays tickets that are
                                    assigned to you and your group

2. After making your changes, click Save. (A dialog box reports that the preference has
   been saved.)

3. Click OK.

4. Click Close if you are done making changes to Personal Preferences.




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                                                                                       Chapter 7
                                                                    Setting Personal Preferences


   Set Pager Notification with Business Hours
       There are two notifications in Remedy: Email and Pager. By default, you will
       receive an email notification to your primary email address (department email).
       The following instructions will explain how to set up your text-pager
       notifications.
       If you have a text pager you can be notified with a text page when a ticket is
       assigned to you. (Note: Notification only occurs when someone else assigns a
       ticket to you. If you assign a ticket to yourself, no notification is sent. Also, if a
       ticket is assigned to your group, without an individual, no text-page notification is
       sent.)

1. With the “Setup Personal Preference” window open, click the Help Desk tab, as
   shown in Figure 7-3. (If you do not have any saved preferences, you will be
   prompted to create them).




            Figure 7-3 Setup Personal Preference Window – Help Desk Tab

2. Table 7-2 explains your options, you can also click the link “Paging Criteria Help”.

3. After making your changes, click Save. (A dialog box reports that the preference has
   been saved.)

4. Click OK.

5. Click Close if you are done making changes to Personal Preferences.



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              Table 7-2: Personal Preferences – Help Desk Tab

PAGING CRITERIA

Paging Type             These options enable you to specify the type of pager
                        notification.

                        Command Line – Not applicable to us, do not select.

                        Email – Select this option if you want page notifications
                        sent by email (alphanumeric).

Paging Time             These options enable you to specify when you will be
                        notified by pager:

                        Selecting Always means you will always (24/7) get a
                        text page when a ticket is assigned to you directly (your
                        name must be the Assignee).

                        Selecting Business Hours means you will always be
                        paged during business hours. You must select a
                        "Workdays Schedule" and a "Holidays Schedule". (See
                        next page for more info.)

                        Selecting Business Hours Plus When means you will be
                        paged based on any of the three options under "When to
                        Send Page" (Priority, Escalated, Hotlist) (See next page
                        for more info.) PLUS you must select a "Workdays
                        Schedule" and a "Holidays Schedule". (See next page for
                        more info.)

                        clear is the same as "none". Selecting clear allows you
                        to specify any of the three options under "When to Send
                        Page" (Priority, Escalated, Hotlist) (See next page for
                        more info.) Note: If you select clear and then select one
                        or more of the three options, you will always be paged if
                        one of those options occurs.

Pager Email             You must have a valid pager email address in this field
                        (e.g. 4154439999@archwireless.net). Any changes to
                        this field will update to your profile.




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               Table 7-2 continued: Personal Preferences – Help Desk Tab

WHEN TO SEND PAGE
Note: you may select an option for one, two or three of the fields at the same time; any
one of these setting may be true to fire a notification.

Priority                      This field is only available if you select a Paging Time of
                              "clear" or "Business Hours Plus When". Selecting
                              "Normal" means you will be paged when a ticket has a
                              Priority of Normal, Medium, High or Urgent. Selecting
                              "Medium" means you will be paged when a ticket has a
                              Priority of Medium, High or Urgent. Selecting "High"
                              means you will be paged when a ticket has a Priority of
                              High or Urgent. Selecting "Urgent" means you will be
                              paged when a ticket has a Priority of Urgent.

For Escalated Calls?          This field is only available if you select a Paging Time of
                              "clear" or "Business Hours Plus When". Selecting
                              "Escalated Requests" means you will be paged when a
                              ticket assigned to you is escalated (if service level
                              agreements or other workflow sets off an escalation).

For Hotlist?                  This field is only available if you select a Paging Time of
                              "clear" or "Business Hours Plus When". Selecting "VIP
                              Requests" means you will be paged when a ticket is
                              assigned to you for a Requester whose profile states they
                              are "VIP".




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            Table 7-2 continued: Personal Preferences – Help Desk Tab

WORKDAYS AND HOLIDAYS
Note #1: If used, both fields must be completed.
Note #2: If the Workdays Schedule list does not contain your schedule, please ask your
department’s Remedy liaison to submit a Change Request to CSSP-RMDY.
Note #3: If you set your Workdays Schedule and Holidays Schedule, and your actual
schedule changes, you are responsible for changing these settings accordingly.

Workdays Schedule            This field is only available if you select a Paging Time of
                             "Business Hours" or "Business Hours Plus When". You
                             must select one option such as "M-F 8:00A-5:00P" which
                             means you will only be paged during those days/hours.

Holidays Schedule            This field is only available if you select a Paging Time of
                             "Business Hours" or "Business Hours Plus When".
                             Selecting an option such as "Campus" or "Medical
                             Center" means you WILL NOT be paged on those
                             regular holidays. Selecting "None" means you WILL be
                             paged on holidays.




                                                                             Page 49 of 55
                                                                                 Chapter 8
                                                                           Personal Profile


Chapter 8
Personal Profile

Overview
You can open your personal Profile record and make changes to it through the Setup
Personal Preferences window.

Updating your Personal Profile enables you to:
       Update your Status to permit or prevent requests from being assigned to you.
       Specify how you are notified of request assignments (other than by page).
       Update information about you that is displayed in each request you are assigned
       to.

   Open Your Personal Profile
Your Profile is accessible through the Personal Preferences window.

1. From the Support Console, click the link Preferences, as shown in Figure 7-1 on
   page 43.
       The Setup Personal Preference window is displayed, as shown in Figure 8-1.




                    Figure 8-1 Setup Personal Preference Window

2. Click the Profile button next to your Login Name.




                                                                           Page 50 of 55
                                                                                Chapter 8
                                                                          Personal Profile

3. In the Upper Section of the Person Information window (Profile), as shown in Figure
   8-2, choose your options. Table 8-1 describes the option definitions.




    Figure 8-2 Person Information (Profile) Window – Upper Section & Contact Tab
       You can’t modify all the information in your Profile as your department’s
       Payroll/Personnel Analyst and the Remedy Administrator sets some options.




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                                                                                    Chapter 8
                                                                              Personal Profile

               Table 8-1: Personal Information (Profile) – Upper Section

Login*                        This is your login name.

ID                            This is your Employee (UC ID) number.

Status*                       Changing this setting will add or temporarily remove
                              your name from the assignment list to permit or prevent
                              tickets from being assigned to you.

                              Active leaves your name in the assignment list. Busy or
                              On Vacation removes your name from the assignment
                              list (which prevents requests from being assigned to you).

Name and Title fields         This is your name and title.

Primary Assign Group          This is the assignment group that defaults when creating
                              a new ticket.

Support Staff?                This is setting grants you access to the Help Desk
                              Support view.

Type                          This is an administrative setting that specifies your
                              support level as internal.

Affiliation                   This is an administrative setting that specifies your
                              staffing role.

VIP                           This setting marks a ticket that the requestor is a VIP.

Manager                       This setting is used to specify if you are a manager for
                              your group.



Table 8-1 Key:
     Set by the User.
     Set by department’s Payroll/Personnel Analyst.
     Set by Remedy Administrator.




                                                                              Page 52 of 55
                                                                                 Chapter 8
                                                                           Personal Profile

              Table 8-2: Personal Information (Profile) – Contact Tab

Notification Method*        None will prevent notification of tickets. Notifier will
                            send a message to the Remedy Notifier when a ticket is
                            assigned. Email (default setting) will send e-mail when a
                            ticket is assigned. (Note: This setting is independent from
                            the Paging Criteria defined under Personal Preference
                            Help Desk tab.)

Email Address               This is your e-mail address.

Phone Numbers               This is your phone, fax, cell and other phone numbers.

Notes                       This is a space for administrative notes.

Region/Level 2 & 3          This is an administrative setting.

Department/Site/            This is your department, building, room location, and UC
Office/Box No.              box number.

Manager’s Name+             This is the User Name of your manager who is notified
                            when a ticket is escalated.

Web Page                    This is an optional field for a person’s web page URL.
                            (Information entered here does not currently display
                            anywhere else in Remedy.)



Table 8-2 Key:
   Set by the User.
   Set by department’s Payroll/Personnel Analyst.
   Set by Remedy Administrator.




                                                                           Page 53 of 55
                                                                                   Chapter 8
                                                                             Personal Profile

4. In the Lower Section of the Profile, click on the Pager tab, as shown in Figure 8-3.

5. Under the Pager tab, choose your options.




                  Figure 8-3 Person Information (Profile) – Pager Tab

6. In the Pager Email field, enter your pager email address.

7. In the Pager Phone field, enter your pager phone number.

8. In the Lower Section of the Profile, click on the DEP Roles tab, as show in Figure 8-4




                Figure 8-4 Person Information (Profile) – DEP Roles Tab

       The information contained in the DEP Roles tab is for informational purposes
       only.

9. After making your changes, click Save. (A dialogue box reports that the preference
   has been saved.

10. Click OK

11. Click Close when you have finished making changes to your Profile record.


                                                                            Page 54 of 55
                                                                       Chapter 9
                                                                        Support


Chapter 9
Support

General Support
Password/Access issues, user questions, training requests, etc.

OAAIS Customer Support
415/514-4100, option 2
Monday through Friday (except UCSF holidays)
7:00 a.m. to 6:00 p.m.
CustomerSupport@ucsf.edu


Administration and Development
Shawn W. Hall
Remedy Administrator
OAAIS Customer Support
Shawn.Hall@ucsf.edu
415/476-8758

Helen Tao
Lead Remedy Developer
OAAIS Customer Support
Helen.Tao@ucsf.edu
415/502-0886

Jason Lin
Remedy Developer
OAAIS Customer Support
Jason.Lin@ucsf.edu
415/476-3737




                                                                  Page 55 of 55

				
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